Strategic Customer Service

Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

by John Goodman

On Sale: 05/13/2009

Price: $24.95

Format: Hardcover

Book Summary

What is the key to winning more customers and increasing sales? Superior customer service. Learn how top companies transcend typical good business practices to earn and maintain a reputation that transforms the bottom line.

About the Book

Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: calculate the financial impact of good and bad customer service; make the financial case for customer service improvements; systematically identify the causes of problems; align customer service with their brand; and harness customer service strategy into their organization's culture and behavior.Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty.

Product Details

  • ISBN: 9780814413333
  • ISBN 10: 0814413331
  • Imprint: AMACOM
  • On Sale: 05/13/2009
  • Pages: 272
  • List Price: $24.95
  • Publisher: AMACOM
  • Publication Date: 05/13/2009
  • Trim Size: 159.000mm x 235.000mm x 25.000mm
  • Weight: 543.000gr
  • Category 1 : BUSINESS & ECONOMICS / General
  • Category 2 : BUSINESS & ECONOMICS / Customer Relations
  • Category 3 : BUSINESS & ECONOMICS / Decision-Making & Problem Solving
  • Category 4 : BUSINESS & ECONOMICS / Skills